Quality Analyst Specialist

Role Details

Contract Duration: Full-time
Training Schedule: Monday - Friday
Work Schedule: 10AM – 7PM Manila Time
Work Type and Location: Full Onsite, Taguig (McKinley)
Expected Start Date: September 25, 2025

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

About The Role

We are looking for a passionate, support-focused Quality Assurance (QA) professional to take on our growing operations and need for world-class quality Customer Support. As a CS Quality Assurance Specialist at PartnerHero, you will focus on reviewing CS interactions daily and assessing critical insights and continuous improvement.

A successful candidate will be able to accurately and consistently score an interaction against a QA rubric,  provide actionable recommendations based on trends observed, fully master the product and processes, keep up with changes, and be on the lookout for ways to improve the quality program overall. The ideal candidate will be detail-oriented while able to see the big picture, a strong independent worker, who can confidently express areas of improvement backed by data.

What You'll Do:

• Review and score associate interactions according to an established rubric, evaluating for quality and compliance.
• Prepare reports for Team Leads, Program Managers, and other key stakeholders regarding trends in associate performance and opportunities for process or training improvements.
• Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and team-wide performance.
• Utilize a quality scoring tool to log insights, and provide product feedback to improve the tool.
• Assist in training and mentoring other QA Specialists as needed.
• Participate in regular meetings for calibration and coaching strategy.
• Develop insights and recommendations from analysis of quality audits.
• Create reports for leadership and other key stakeholders.
• Remain up to date on all necessary processes, products, and policies impacting the operation.
• Building and maintaining the subject matter expertise of your program.

What we Expect from you:

• At least 2 years of related experience in the Quality Assurance role in the BPO
• An understanding of the importance and impact QA can have on a support organization
• Excellent time management, organization skills, and ability to meet deadlines reliably
• Ability to identify trends and root causes of these trends
• Data-driven reporting abilities- using visualizations, spreadsheets, and other data 
• Ability to maintain strict confidentiality and awareness of implicit bias
• Ability to quickly learn and absorb partner culture, processes, and policies
• Growth mindset (receptive to feedback, learner)
• Excellent communication skills (verbal, written, interpersonal)
• Problem-solving skills
• Adaptable
• Detail-oriented
• Independent/Resourceful/Curious
• Able to work under pressure
• Proficiency in G-Suite applications (Docs, Sheets, Slides, etc.)
• Proficiency in MS Office

What you Will Get in Return:

• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].